Sent: Monday, August 14, 1:PM Subject: Response to complaint [redacted] Don McGill Toyota August 14th, Re: Complaint [redacted] To whom it may concern, CRM contacted MsLee, on [redacted] , first and foremost, to apologize for the inconvenience and explained that responsible employees have been reprimandedCRM also informed her, to comply with her request, dealer has immediately processed the refund for the disputed amount, and provided her with proof of reimbursement CRM contacted customer once again, via email, on [redacted] , in response to her, and to apologize to MsLee for the confusion and also to thank her for her feedback and providing pictures which led to identifying a pricing error on the scheduler system which was not apparent to our service teamCRM explained to MsLee, that pricing was only generated up on vehicle's mileage that was entered by the system users and was not viewed on service team's screenOur marketing and advertising team, with the help of the pictures that MsLee provided in her case, corrected the 30k pricing error, as of [redacted] to avoid any further confusionSincerely -- [redacted] AskariCustomer Relations ManagerDon McGill Toyota [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I've attached screenshots of YOUR website where it states that the [redacted] mile service begins at [redacted] Stop putting the onus of the error on the customerFix your site so that you are no longer bait/switching customers and providing outright information Regards,
CRM spoke to Ms [redacted] on 12/16/to address her concernsMs [redacted] was provided with warranty cancellation form to start the cancellation process, as she wishes, and also appointment is set for December 22nd to address Ms [redacted] concerns with the vehicle
August 1st, August Re: Complaint [redacted] To whom may it concern, CRM spoke to MsLee and apologized and advised that the responsible employees will be reprimanded, moreover dealer would have embraced a second chance but it is understandable if it was not consideredAlso in order to avoid any future confusion SM revisited dealers schedulerAccording to scheduler, 10k starts at minimum [redacted] , but to our knowledge [redacted] service is not priced on the scheduler, although dealer would certainly appreciate any input if there is any misleading information that has been overlookedCRM advised MsLee, dealer will comply with her request and refund will be processed immediately and will email her with proof of refund Sincerely [redacted] AskariCustomer Relations Manager Don McGill Toyota(281)496-Main(281)977-Direct [redacted]
To whom may it concern, After investigating and reviewing records, [redacted] contacted Ms*** on 06/03/and further more, an email was sent to her to provide records to clarify the reasons and factors which contributed to the extensive delayVehicle was dropped off at Don McGill body shop on 02/22/16, On 02/25/body shop was given the permission to take vehicle apartMs [redacted] insurance company, first had determined that vehicle is total loss and but decision was ***ed and body shop was given the guidance to only replace sections and pieces of the body frame, therefore parts were ordered after on 03/10/16, (Please see page one including [redacted] order number)Although later on, insurance company agreed that partial repair of body frame is not an effective remedy and that led to ordering the entire frame from the manufacturer on 03/18/16, (see last row on page two, including [redacted] order number)Body shop did not received part from manufacturer until 05/12/as can be found onpage two, row# [redacted] explained to customer body shop began working on the vehicle on 05/13/and considering the scale of damage and the major repairs, body shop would need a few more days to complete repairs [redacted] thanked Ms [redacted] for her patience and apologized if dealer failed to convey details and communicate effectively and provided her with direct phone number for further assistance
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Based on the attached estimate, the total labor hours is hoursWe are in the 4th week after the frame has arrived (May 13th)I'm complaining about your services, not just the communicationIt's not acceptable to delay the hours of work to more than weeks. The calculation is as follows:
I've been waiting weeks from 2/22/till 6/3/16, deduct weeks shipment of the frame, thus until last Friday I've been waiting for weeks for the repairsFYI as of today, I'm in the 8th week already, and there is still no clear answer about when the vehicle will be readyThe person I talked with last Friday told me it will be ready the following Monday, which is today, and apparently it's another lie, as always.
I definitely need reimbursement for your delaying of the repairsThere is no excuses!
-----Original Message----- From: Customer Relations - Don McGill Toyota *** Sent: Thursday, July 20, 3:PM And concerning case # ***, I have contacted customer recently to follow up and customer has retrieved paperwork and
salesperson is addressedPlease let me know if any other action needs to be taken at my end
*** *** *** * *** *** *** *** Sent: Wednesday, August 03, 11:AM *** *** *** Subject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** To it may concern,
Dealer received a review on 07/14/16, which was responded to by customer relations department, explaining to consumer that the Finance manager who promised the services is no longer with the company and such promise was not documented and that is the reason service department was unable to verify and complete services and apologized for the inconvenienceMoreover, *** advised customer, three oil certificate are issued to comply with his request and to ensure customer satisfaction and were mailed out to his addressOn 07/26/dealer was notified about the complaint #*** which was sent to dealer on 07/14/as a review. Dealer is seeking status adjustment, because dealer has complied with customer request at the time that review was filed, second dealer was informed about the complaint on 07/26/(see in text below), and not 07/14/16, consequently dealer was not given sufficient time to respond to the complaintPlease advise if any action is needed to be taken by dealer at this pointSincerely
-----Original Message----- From: Customer Relations - Don McGill Toyota *** Sent: Thursday, July 20, 3:PM In regards to case# ***, Ali ***, the complaint was submitted prior to Customer relations involvementI had
contacted customer and apologized for insufficient communication and provide him contact number to ensure he receives updates or any concerns that may have, and communicated with him a few times in regards to a different concern and to follow up with him.To my knowledge customer is satisfied at this point
September 2nd, 2016 Re: Revdex.com Case# *** To whom it may concern, CRM attempt to reach out to customer has failed, (CRM left a voice mail and
contact information in case any further assistance is needed)As of September 2nd, rental expenses were covered by Body shop as customer wished and also Service Department diagnosed vehicle and the required repairs were completed. Sahar *** Customer Relations Manager Don McGill Toyota [email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I've attached screenshots of YOUR website where it states that the *** mile service begins at *** Stop putting the onus of the error on the customerFix your site so that you are no longer bait/switching customers and providing outright information.
Regards,
To whom it may concern, Body shop has began repairs and the body frame replacement on May 13th after receiving parts, and it is unfortunate that so much time was lost prior to that, due to wait time to receive the part and ***e of plans of repairs, but as *** explained, body shop is working diligently to complete repairs in a timely manner without sacrificing quality or jeopardizing driver's safety, considering scale of the repairsAs of June 8th, Ms*** was informed that repairs are completed and final steps such as alignment and test drive will be performed, to ensure the quality of repairsMoreover, Ms*** was advised dealer is working with *** to provide assistance with rental expenses
Sent: Monday, December 07, 5:PMSubject: Unresolved complains Case# *** which has been resolved, customer has received reimbursement and expressed her satisfaction over the phone last week, Would you please inform me if any action can be taken to update the status accordingly
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
To Whom It May Concern
Customer Relations Manager has been in contact with Mr*** and as of 07/16/stated Miles has been corrected on all documents to comply with his requestFurther more to retain his satisfaction reimbursement towards the purchased
tire was offered, also CRM provided Mr*** with contact information in case any further assistance is needed
Sahar A***
Customer Relations Manager
Don McGill Toyota
281-977- [email protected]
Sent: Monday, August 14, 1:PM Subject: Response to complaint * *** Don McGill Toyota August 14th, Re: Complaint * *** To whom it may concern, CRM contacted MsLee, on ***, first and foremost, to apologize for the inconvenience and explained that responsible employees have been reprimandedCRM also informed her, to comply with her request, dealer has immediately processed the refund for the disputed amount, and provided her with proof of reimbursement. CRM contacted customer once again, via email, on ***, in response to her, and to apologize to MsLee for the confusion and also to thank her for her feedback and providing pictures which led to identifying a pricing error on the scheduler system which was not apparent to our service teamCRM explained to MsLee, that pricing was only generated up on vehicle's mileage that was entered by the system users and was not viewed on service team's screenOur marketing and advertising team, with the help of the pictures that MsLee provided in her case, corrected the 30k pricing error, as of *** to avoid any further confusionSincerely -- *** AskariCustomer Relations ManagerDon McGill Toyota***
August 1st, 2017 August 1 Re: Complaint [redacted] To whom may it concern, CRM spoke to Ms. Lee and apologized and advised that the responsible employees will be reprimanded, moreover...
dealer would have embraced a second chance but it is understandable if it was not considered. Also in order to avoid any future confusion SM revisited dealers scheduler. According to scheduler, 10k starts at minimum [redacted], but to our knowledge [redacted] service is not priced on the scheduler, although dealer would certainly appreciate any input if there is any misleading information that has been overlooked. CRM advised Ms. Lee, dealer will comply with her request and refund will be processed immediately and will email her with proof of refund. Sincerely [redacted] AskariCustomer Relations Manager Don McGill Toyota(281)496-2000 Main(281)977-3022 Direct[redacted]
Revdex.com:
This letter is to inform you that Don McGill Toyota of Houston has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/24/2015 3:08:00 PM and assigned ID [redacted]Sent: Saturday, July 11, 2015 1:32 PM To: drteam Subject:...
10685470 Don Mcgill's Toyota customer relations manager contacted me directly and resolved the issue. Her professionalism and prompt response was greatly appreciated. Her resolution was up and beyond. I will continue business with this dealership due to her handing of my complaint. My rims were replaced at no charge and will recommend this dealership to my friends. I slipped through the cracks and once realize they made it right. Thanks, [redacted]
Regards,
CRM spoke to Ms. [redacted] on 12/16/2016 to address her concerns. Ms. [redacted] was provided with warranty cancellation form to start the cancellation process, as she wishes, and also appointment is set for December 22nd to address Ms. [redacted] concerns with the vehicle.
To whom may it concern, After investigating and reviewing records, [redacted] contacted Ms. [redacted] on 06/03/16 and further more, an email was sent to her to provide records to clarify the reasons and factors which contributed to the extensive delay. Vehicle was...
dropped off at Don McGill body shop on 02/22/16, On 02/25/16 body shop was given the permission to take vehicle apart. Ms. [redacted] insurance company, first had determined that vehicle is total loss and but decision was [redacted]ed and body shop was given the guidance to only replace sections and pieces of the body frame, therefore parts were ordered after on 03/10/16, (Please see page one including [redacted] order number). Although later on, insurance company agreed that partial repair of body frame is not an effective remedy and that led to ordering the entire frame from the manufacturer on 03/18/16, (see last row on page two, including [redacted] order number). Body shop did not received part from manufacturer until 05/12/16 as can be found onpage two, row# 6492. [redacted] explained to customer body shop began working on the vehicle on 05/13/16 and considering the scale of damage and the major repairs, body shop would need a few more days to complete repairs. [redacted] thanked Ms. [redacted] for her patience and apologized if dealer failed to convey details and communicate effectively and provided her with direct phone number for further assistance.
Sent: Monday, August 14, 1:PM Subject: Response to complaint [redacted] Don McGill Toyota August 14th, Re: Complaint [redacted] To whom it may concern, CRM contacted MsLee, on [redacted] , first and foremost, to apologize for the inconvenience and explained that responsible employees have been reprimandedCRM also informed her, to comply with her request, dealer has immediately processed the refund for the disputed amount, and provided her with proof of reimbursement CRM contacted customer once again, via email, on [redacted] , in response to her, and to apologize to MsLee for the confusion and also to thank her for her feedback and providing pictures which led to identifying a pricing error on the scheduler system which was not apparent to our service teamCRM explained to MsLee, that pricing was only generated up on vehicle's mileage that was entered by the system users and was not viewed on service team's screenOur marketing and advertising team, with the help of the pictures that MsLee provided in her case, corrected the 30k pricing error, as of [redacted] to avoid any further confusionSincerely -- [redacted] AskariCustomer Relations ManagerDon McGill Toyota [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I've attached screenshots of YOUR website where it states that the [redacted] mile service begins at [redacted] Stop putting the onus of the error on the customerFix your site so that you are no longer bait/switching customers and providing outright information Regards,
CRM spoke to Ms [redacted] on 12/16/to address her concernsMs [redacted] was provided with warranty cancellation form to start the cancellation process, as she wishes, and also appointment is set for December 22nd to address Ms [redacted] concerns with the vehicle
August 1st, August Re: Complaint [redacted] To whom may it concern, CRM spoke to MsLee and apologized and advised that the responsible employees will be reprimanded, moreover dealer would have embraced a second chance but it is understandable if it was not consideredAlso in order to avoid any future confusion SM revisited dealers schedulerAccording to scheduler, 10k starts at minimum [redacted] , but to our knowledge [redacted] service is not priced on the scheduler, although dealer would certainly appreciate any input if there is any misleading information that has been overlookedCRM advised MsLee, dealer will comply with her request and refund will be processed immediately and will email her with proof of refund Sincerely [redacted] AskariCustomer Relations Manager Don McGill Toyota(281)496-Main(281)977-Direct [redacted]
To whom may it concern, After investigating and reviewing records, [redacted] contacted Ms*** on 06/03/and further more, an email was sent to her to provide records to clarify the reasons and factors which contributed to the extensive delayVehicle was dropped off at Don McGill body shop on 02/22/16, On 02/25/body shop was given the permission to take vehicle apartMs [redacted] insurance company, first had determined that vehicle is total loss and but decision was ***ed and body shop was given the guidance to only replace sections and pieces of the body frame, therefore parts were ordered after on 03/10/16, (Please see page one including [redacted] order number)Although later on, insurance company agreed that partial repair of body frame is not an effective remedy and that led to ordering the entire frame from the manufacturer on 03/18/16, (see last row on page two, including [redacted] order number)Body shop did not received part from manufacturer until 05/12/as can be found onpage two, row# [redacted] explained to customer body shop began working on the vehicle on 05/13/and considering the scale of damage and the major repairs, body shop would need a few more days to complete repairs [redacted] thanked Ms [redacted] for her patience and apologized if dealer failed to convey details and communicate effectively and provided her with direct phone number for further assistance
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Based on the attached estimate, the total labor hours is hoursWe are in the 4th week after the frame has arrived (May 13th)I'm complaining about your services, not just the communicationIt's not acceptable to delay the hours of work to more than weeks. The calculation is as follows:
I've been waiting weeks from 2/22/till 6/3/16, deduct weeks shipment of the frame, thus until last Friday I've been waiting for weeks for the repairsFYI as of today, I'm in the 8th week already, and there is still no clear answer about when the vehicle will be readyThe person I talked with last Friday told me it will be ready the following Monday, which is today, and apparently it's another lie, as always.
I definitely need reimbursement for your delaying of the repairsThere is no excuses!
-----Original Message----- From: Customer Relations - Don McGill Toyota *** Sent: Thursday, July 20, 3:PM And concerning case # ***, I have contacted customer recently to follow up and customer has retrieved paperwork and
salesperson is addressedPlease let me know if any other action needs to be taken at my end
*** *** *** * *** *** *** *** Sent: Wednesday, August 03, 11:AM *** *** *** Subject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** To it may concern,
Dealer received a review on 07/14/16, which was responded to by customer relations department, explaining to consumer that the Finance manager who promised the services is no longer with the company and such promise was not documented and that is the reason service department was unable to verify and complete services and apologized for the inconvenienceMoreover, *** advised customer, three oil certificate are issued to comply with his request and to ensure customer satisfaction and were mailed out to his addressOn 07/26/dealer was notified about the complaint #*** which was sent to dealer on 07/14/as a review. Dealer is seeking status adjustment, because dealer has complied with customer request at the time that review was filed, second dealer was informed about the complaint on 07/26/(see in text below), and not 07/14/16, consequently dealer was not given sufficient time to respond to the complaintPlease advise if any action is needed to be taken by dealer at this pointSincerely
-----Original Message----- From: Customer Relations - Don McGill Toyota *** Sent: Thursday, July 20, 3:PM In regards to case# ***, Ali ***, the complaint was submitted prior to Customer relations involvementI had
contacted customer and apologized for insufficient communication and provide him contact number to ensure he receives updates or any concerns that may have, and communicated with him a few times in regards to a different concern and to follow up with him.To my knowledge customer is satisfied at this point
September 2nd, 2016 Re: Revdex.com Case# *** To whom it may concern, CRM attempt to reach out to customer has failed, (CRM left a voice mail and
contact information in case any further assistance is needed)As of September 2nd, rental expenses were covered by Body shop as customer wished and also Service Department diagnosed vehicle and the required repairs were completed. Sahar *** Customer Relations Manager Don McGill Toyota [email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I've attached screenshots of YOUR website where it states that the *** mile service begins at *** Stop putting the onus of the error on the customerFix your site so that you are no longer bait/switching customers and providing outright information.
Regards,
To whom it may concern, Body shop has began repairs and the body frame replacement on May 13th after receiving parts, and it is unfortunate that so much time was lost prior to that, due to wait time to receive the part and ***e of plans of repairs, but as *** explained, body shop is working diligently to complete repairs in a timely manner without sacrificing quality or jeopardizing driver's safety, considering scale of the repairsAs of June 8th, Ms*** was informed that repairs are completed and final steps such as alignment and test drive will be performed, to ensure the quality of repairsMoreover, Ms*** was advised dealer is working with *** to provide assistance with rental expenses
Sent: Monday, December 07, 5:PMSubject: Unresolved complains Case# *** which has been resolved, customer has received reimbursement and expressed her satisfaction over the phone last week, Would you please inform me if any action can be taken to update the status accordingly
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
To Whom It May Concern
Customer Relations Manager has been in contact with Mr*** and as of 07/16/stated Miles has been corrected on all documents to comply with his requestFurther more to retain his satisfaction reimbursement towards the purchased
tire was offered, also CRM provided Mr*** with contact information in case any further assistance is needed
Sahar A***
Customer Relations Manager
Don McGill Toyota
281-977-
[email protected]
Sent: Monday, August 14, 1:PM Subject: Response to complaint * *** Don McGill Toyota August 14th, Re: Complaint * *** To whom it may concern, CRM contacted MsLee, on ***, first and foremost, to apologize for the inconvenience and explained that responsible employees have been reprimandedCRM also informed her, to comply with her request, dealer has immediately processed the refund for the disputed amount, and provided her with proof of reimbursement. CRM contacted customer once again, via email, on ***, in response to her, and to apologize to MsLee for the confusion and also to thank her for her feedback and providing pictures which led to identifying a pricing error on the scheduler system which was not apparent to our service teamCRM explained to MsLee, that pricing was only generated up on vehicle's mileage that was entered by the system users and was not viewed on service team's screenOur marketing and advertising team, with the help of the pictures that MsLee provided in her case, corrected the 30k pricing error, as of *** to avoid any further confusionSincerely -- *** AskariCustomer Relations ManagerDon McGill Toyota***
August 1st, 2017 August 1 Re: Complaint [redacted] To whom may it concern, CRM spoke to Ms. Lee and apologized and advised that the responsible employees will be reprimanded, moreover...
dealer would have embraced a second chance but it is understandable if it was not considered. Also in order to avoid any future confusion SM revisited dealers scheduler. According to scheduler, 10k starts at minimum [redacted], but to our knowledge [redacted] service is not priced on the scheduler, although dealer would certainly appreciate any input if there is any misleading information that has been overlooked. CRM advised Ms. Lee, dealer will comply with her request and refund will be processed immediately and will email her with proof of refund. Sincerely [redacted] AskariCustomer Relations Manager Don McGill Toyota(281)496-2000 Main(281)977-3022 Direct[redacted]
Revdex.com:
This letter is to inform you that Don McGill Toyota of Houston has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/24/2015 3:08:00 PM and assigned ID [redacted]Sent: Saturday, July 11, 2015 1:32 PM To: drteam Subject:...
10685470 Don Mcgill's Toyota customer relations manager contacted me directly and resolved the issue. Her professionalism and prompt response was greatly appreciated. Her resolution was up and beyond. I will continue business with this dealership due to her handing of my complaint. My rims were replaced at no charge and will recommend this dealership to my friends. I slipped through the cracks and once realize they made it right. Thanks, [redacted]
Regards,
CRM spoke to Ms. [redacted] on 12/16/2016 to address her concerns. Ms. [redacted] was provided with warranty cancellation form to start the cancellation process, as she wishes, and also appointment is set for December 22nd to address Ms. [redacted] concerns with the vehicle.
To whom may it concern, After investigating and reviewing records, [redacted] contacted Ms. [redacted] on 06/03/16 and further more, an email was sent to her to provide records to clarify the reasons and factors which contributed to the extensive delay. Vehicle was...
dropped off at Don McGill body shop on 02/22/16, On 02/25/16 body shop was given the permission to take vehicle apart. Ms. [redacted] insurance company, first had determined that vehicle is total loss and but decision was [redacted]ed and body shop was given the guidance to only replace sections and pieces of the body frame, therefore parts were ordered after on 03/10/16, (Please see page one including [redacted] order number). Although later on, insurance company agreed that partial repair of body frame is not an effective remedy and that led to ordering the entire frame from the manufacturer on 03/18/16, (see last row on page two, including [redacted] order number). Body shop did not received part from manufacturer until 05/12/16 as can be found onpage two, row# 6492. [redacted] explained to customer body shop began working on the vehicle on 05/13/16 and considering the scale of damage and the major repairs, body shop would need a few more days to complete repairs. [redacted] thanked Ms. [redacted] for her patience and apologized if dealer failed to convey details and communicate effectively and provided her with direct phone number for further assistance.